Using SMS delegation in Zoom Phone

Account owners and admins can configure SMS delegation permissions for users with Power Pack licenses, enabling assistants and colleagues to send and receive SMS messages on behalf of others. Account owners and admins can enable SMS delegation for shared line appearance (SLA) relationships through the Reply to SMS checkbox in the delegation privileges section.

Delegators can control SMS delegation settings through the web portal and Zoom Workplace app, with real-time changes taking effect immediately. When sending SMS on behalf of someone else, delegates receive a visual warning confirming the action, and all delegated SMS threads appear in both the delegator's and delegate's inboxes with full search functionality.

The system maintains comprehensive audit trails in the SMS logs section of Phone System Management, allowing admins to track which messages were sent by delegates.

Requirements for using SMS delegation in Zoom Phone

Note: Each phone user with call delegation can belong to multiple call delegation setups or shared line groups.

Table of Contents

How to filter the SMS conversations

Delegates and delegator

Windows | macOS | Linux
  1. Sign in to the Zoom desktop app.
  2. Click the Phone tab .
  3. Click the SMS tab.
  4. In the top-left corner, click the filter icon , then click Recipient.
  5. View and click the recipient you want to manage.

How to view SMS delegation information

Delegate

Windows | macOS | Linux
  1. Sign in to the Zoom desktop app.
  2. Click the Phone tab .
  3. Click the SMS tab.
  4. In the top-right corner, click the information icon .
  5. View the Message recipient (delegator) and Delegates of the SMS conversation.
Android | iOS
  1. Sign in to the Zoom mobile app.
  2. Tap the Phone tab .
  3. Tap the SMS tab.
  4. In the top-right corner, tap the information icon .
  5. View the Message recipient (delegator) and Delegates of the SMS conversation.

Delegator

Windows | macOS | Linux
  1. Sign in to the Zoom desktop app.
  2. Click the Phone tab .
  3. Click the SMS tab.
    When you have delegates, a banner will be displayed at the top of the screen, notifying you that SMS delegation is currently enabled and that messages are being sent to you and your delegates.
    Note: In the banner, you can click View settings to manage your delegation settings.
  4. In the top-right corner, click the information icon .
  5. View the Message recipient (delegator) and Delegates of the SMS conversation.
Android | iOS
  1. Sign in to the Zoom mobile app.
  2. Tap the Phone tab .
  3. Tap the SMS tab.
    When you have delegates, a banner will be displayed at the top of the screen, notifying you that SMS delegation is currently enabled and that messages are being sent to you and your delegates.
    Note: In the banner, you can tap View settings to manage your delegation settings.
  4. In the top-right corner, tap the information icon .
  5. View the Message recipient (delegator) and Delegates of the SMS conversation.

How to use SMS delegation in Zoom Phone

Delegate

Windows | macOS | Linux

Reply to SMS

  1. Sign in to the Zoom desktop app.
  2. Click the Phone tab .
  3. Click the SMS tab.
  4. (Optional) Filter the SMS messages.
  5. Click the SMS conversation to which you want to reply.
    A banner above the message box will display the Message recipient (delegator). In the message box, the Reply button will be displayed.
  6. In the message box, click the Reply button.
    A confirmation window will appear, notifying you that replying will prevent other delegates from sending messages unless the conversation is released.
  7. In the confirmation window, click Reply.
    The banner above the message box will notify you that you're replying on behalf of the recipient (delegator).
  8. Enter a reply, then click the Send button .

Release SMS conversation

Note: You cannot transfer when there is only one delegate and no one to transfer to. You cannot transfer to the delegator.

  1. As a delegate, reply to an SMS message or click the SMS conversation to which you want to release.
  2. In the banner above the message box, click Release.
    A confirmation window will appear.
  3. In the window, click Release.
    Releasing this conversation will allow other delegates to reply. You will not be able to send additional messages.
Android | iOS

Reply to SMS

  1. Sign in to the Zoom mobile app.
  2. Tap the Phone tab .
  3. Tap the SMS tab.
  4. Tap the SMS conversation to which you want to reply.
    A banner above the message box will display the Message recipient (delegator). In the message box, the Reply button will be displayed, along with a message that notifies you of the delegates' replies in the SMS conversation.
  5. In the message box, tap the Reply button.
    A confirmation window will appear, notifying you that replying will prevent other delegates from sending messages unless the conversation is released.
  6. In the confirmation window, tap Reply.
    The banner above the message box will notify you that you're replying on behalf of the recipient (delegator).
  7. Enter a reply, then tap the Send button .

Release SMS conversation

Note: You cannot transfer when there is only one delegate and no one to transfer to. You cannot transfer to the delegator.

  1. As a delegate, reply to an SMS message or click the SMS conversation to which you want to release.
  2. In the banner above the message box, tap Release.
    A confirmation window will appear.
  3. In the window, tap Release.
    Releasing this conversation will allow other delegates to reply. You will not be able to send additional messages.

Delegator

Windows | macOS | Linux

Reply to SMS

  1. Sign in to the Zoom desktop app.
  2. Click the Phone tab .
  3. Click the SMS tab.
  4. (Optional) Filter the SMS messages.
  5. Click the SMS conversation to which you want to reply.
    The Reply button will be displayed at the bottom of the screen along with a message that notifies you of the delegates' replies in the SMS conversation.
  6. In the message box, click the Reply button.
    A confirmation window will appear, notifying you that replying will prevent other delegates from sending messages unless the conversation is released.
  7. In the confirmation window, click Reply.
    The banner above the message box will notify you that your delegates cannot respond to the conversation because you have chosen to reply.
  8. Enter a reply, then click the Send button .

Release SMS conversation

  1. Reply to an SMS message, or click the SMS conversation to which you want to release.
  2. In the banner above the message box, click Release.
    A confirmation window will appear.
  3. In the window, click Release.
    Releasing this conversation will allow your delegates to reply on your behalf. As the delegator, you can always choose to reply to your conversations.
Android | iOS

Reply to SMS

  1. Sign in to the Zoom mobile app.
  2. Tap the Phone tab .
  3. Tap the SMS tab.
  4. Tap the SMS conversation to which you want to reply.
    The Reply button will be displayed at the bottom of the screen along with a message that notifies you of the delegates' replies in the SMS conversation.
  5. In the message box, tap the Reply button.
    A confirmation window will appear, notifying you that replying will prevent other delegates from sending messages unless the conversation is released.
  6. In the confirmation window, tap Reply.
    The banner above the message box will notify you that your delegates cannot respond to the conversation because you have chosen to reply.
  7. Enter a reply, then tap the Send button .

Release SMS conversation

  1. Reply to an SMS message, or tap the SMS conversation to which you want to release.
  2. In the banner above the message box, tap Release.
    A confirmation window will appear.
  3. In the window, tap Release.
    Releasing this conversation will allow your delegates to reply on your behalf. As the delegator, you can always choose to reply to your conversations.